4 edition of Winning the service game found in the catalog.
Winning the service game
Includes bibliographical references (p261-283) and index.
|Statement||Benjamin Schneider, David E. Bowen.|
|Contributions||Bowen, David E.|
|The Physical Object|
|Number of Pages||295|
Environment northern seas.
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Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any /5(4).
Winning the Service Game [Schneider, Benjamin, Bowen, David Earl] on *FREE* shipping on qualifying offers. Winning the Service GameCited by: Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage.
Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any.
The chapter presents a summary and extension of our book, Winning the Service Game, published in by Harvard Business School Press (Schneider & Bowen, ).Written: Building a winning service organization by mastering the rules of the game; the customer tier - achieving customer focus, meeting customer expectations; respecting customer needs; /5(4).
The chapter presents a summary and extension of our book, Winning the Service Game, published in Winning the service game book Harvard Business School Press (Schneider & Bowen, ).
We summarize the “rules of the game” we had presented there concerning the production and delivery primarily of consumer services and note several advances in thinking since we wrote the by: Building a winning service organization by mastering the rules of the game -- Meeting customer expectations -- Respecting customer needs -- Utilizing customer talents -- Managing personal contact through hiring and training -- Managing personal contact through reward systems -- Managing nonpersonal contact with a personal touch -- Designing a customer-focused service system -- Pages: I'm guessing this was left out since starting a book at such a high point would result in a title like "Service Games: The Fall and Rise and Fall of SEGA." The sections detailing the Saturn and Dreamcast were quite good.
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